{"id":113999,"url":"https://alion.io/job/agile-defense-help-desk-analyst","title":"Help Desk Analyst","company":{"id":716156,"name":"Agile Defense","domain":"agiledefense.com","url":"https://alion.io/company/agiledefense","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":86,"open_postings":30,"ghost_share":0,"stale_share":0.567,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quantico, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":70000,"currency":"USD","period":"year","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-06-18T16:49:10Z","employer_posted_date":"2026-06-18","last_verified_at":"2026-10-05T19:19:10Z","board_verified":false,"closed_at":"2026-10-05T19:19:10Z","days_open":109,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":108},"description":"Requisition #: 1675\nJob Title: Help Desk Analyst\nLocation: Quantico, VA\nClearance Level: Secret, Must Have Clearance to Start\nRequired Certification(s): IAM I (CAP, CND, Cloud+, GSLC, Security+ CE)\nJob Description\nThe Help Desk Analyst provides support to both internal and external customers, addressing issues related to computer systems, software, and hardware. This role involves managing incidents, problems, and service requests, collaborating with users and IT teams for both unclassified and classified equipment. The candidate will be required to provide help desk support via phone, web-interface, email and in-person interactions.\nAdditionally, the Help Desk Analyst will oversee the entire lifecycle of service requests, including incident resolution, problem management, fulfillment, verification, and closure.\nDUTIES\nProvide service desk support to all customer IT groups for both unclassified and classified services.\nMonitor and respond to support requests submitted through various channels-including phone, email, and the ticketing system-ensuring timely tracking, documentation, and resolution of incidents.\nCollaborate with IT team members to escalate complex technical issues. Document, assess, track, and resolve incidents, problems, and service requests according to established Incident and Problem Management processes.\nCoordinate with the Customer’s Representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.\nCollaborate with the client to resolve network-related events, incidents, and problems, including the delivery of Install, Move, Add, and Change services, as well as the identification and resolution of network connectivity anomalies.\nVerify resolution with the customer before closing the ticket and provide a comprehensive Post-Incident Report detailing the cause of the service outage, corrective actions taken, and any required follow-up steps. Generate, publish, and maintain historical data for weekly and monthly Service Desk performance metrics on a government-designated website.\nAdditionally, compile and report this information as part of the Weekly and Monthly In-Progress Reviews. Recommend improvements to existing processes and procedures to enhance efficiency, effectiveness, and overall service quality.\nEducation and Background\nIAM I (CAP, CND, Cloud+, GSLC, Security+ CE)\nITILv4 (desired)\nYears of Experience\nA minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users.\nRequired Skills\nA minimum of 2 years of experience in a help desk or technical support role, offering assistance and troubleshooting support to end users.\nDemonstrated strong analytical and problem-solving abilities.\nExcellent verbal and written communication skills with the ability to communicate effectively with non-technical users.\nExperience with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing System.\nWorking Conditions\nEnvironmental Conditions: General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.\nWork is generally performed within an office environment, with standard office equipment available. Contractor site with 0-10% travel possible. Possible off-hours work to support releases and outages.\nStrength Demands: 10 lbs. maximum lifting, occasional lift/carry of small articles.\nPhysical Requirements: Physical Requirements: Occasional standing; frequently walking and sitting. Regular use of hand and finger dexterity. Occasional climbing balancing, bending, stooping, kneeling or crawling. Regular communication. Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.","description_format":"text","description_chars":4048,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","Managed Security","IT Consulting & Digital Transformation","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-18T15:00:19Z"},{"event":"close","at":"2026-10-05T19:19:10Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":70000,"is_top_pay":true},"html_url":"https://alion.io/job/agile-defense-help-desk-analyst","json_url":"https://alion.io/job/agile-defense-help-desk-analyst.json","meta":{"generated_at":"2026-10-14T17:24:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22306,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":716156},"rest":"https://alion.io/mcp/rest/get_company?id=716156"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fagile-defense-help-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fagile-defense-help-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fagile-defense-help-desk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/agile-defense-help-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fagile-defense-help-desk-analyst"}]}